Allan Gray Vacancies

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Consultant | Retail Operations
Service Desk Analyst
Investment Service Consultant | Retail Client Services

Consultant | Retail Operations

About Allan Gray

Allan Gray is Africa’s largest privately-owned investment management company, managing more than R500bn of assets. We are focused on generating long-term wealth for our clients, who include individuals, retirement funds, insurers, trusts, companies and foundations. They invest through our focused range of unit trusts, retirement products and life insurance investment pools or in segregated portfolios across both the Institutional and Retail business. Our headquarters are in Cape Town, with additional offices across South Africa, as well as in Guernsey, Namibia and Botswana.

Why you should consider Allan Gray?

Our steadfast commitment to long-term investing extends to our people, our greatest assets. You will spend your days doing meaningful work and engaging with smart, inspiring colleagues. Growth is an essential part of your journey at Allan Gray, and leaders are accessible to help you develop your skills and set you up for success. Your physical and mental well-being are priorities, and access to services to support you in these areas are provided.

Purpose of the role

The position is within the Retail Operations division, an area responsible for processing transactions from clients and independent financial advisers, as well as providing administrative support for the firm’s retail investment offering.

The purpose of the role is to ensure the high service standard at Allan Gray is maintained through building strong client relationships and delivering excellent client service to our clients and independent financial advisers. You will be responsible for ensuring all incoming instructions are responded to and processed and any pending instructions are followed up on. You will report to a team leader, which requires you to work actively within a team but also independently.

Responsibilities

Checking and accurately processing all incoming or pending instructions. These include:
- New business transactions, e.g. opening a new investment account
- Existing business transactions, e.g. where a client adds or withdraws money or makes changes to their investment
Providing clients and advisers with a superior level of client service through call and email communications, e.g. responding on time and diligently to all requests from clients, advisers and internal business teams
Maintaining accurate record-keeping on internal systems of all interactions with clients and advisers
Knowledge of various legislative requirements relating to investment products
Supporting members of your team and the team leader, e.g. assisting with technical queries, workflow and processes.

Job Specifications

Relevant business degree and/or job-related experience
Sound knowledge of the life insurance industry (including pension funds) and/or the unit trust industry would be an advantage

Key Attributes & Competencies

Accuracy and attention to detail
Excellent time management skills
Excellent problem-solving skills
Client-focused with strong verbal and written communication skills
Self-motivated and agile with the ability to function well under pressure
Intermediate computer literacy skills in Microsoft Word or Excel

Location

Cape Town.

Closing Date

30th June 2024.

Service Desk Analyst

Job Description

The purpose of the team is to enable Allan Gray employees with the tools to perform their role successfully within the organization.

The role of the Service Desk Support analyst is to provide first line support to Allan Gray employees related to access management and incident resolution for in-house and 3rd party applications, software, hardware, and infrastructure services.

The role of Queumaster is responsible for the indexing and distribution of incidents and service requests to the relevant IT and non-IT support teams.

The Service Desk working environment is a dynamic, fast-paced, high pressurized environment providing support telephonically using remote tools – SCCM, & Anydesk. ServiceDesk requires rotational shift coverage (7am-4pm/ 8am-5pm/ 9am-6pm) to align with Business weekday operational hours between 7am-6pm. Team members are required to work after hours on an ad hoc basis weekdays or weekends to verify changes impacting ServiceDesk functions.

Responsibilities

   1st Line resolution of IT Incidents and Service Requests via Voice, Email and Self-service portal support channels.
   Access management of in-house and 3rd party applications.
   Assess and determine prioritization of Incident and Service Requests based on impact and urgency.
   Indexing and routing of support tasks to Servicedesk, 2nd and 3rd line IT support teams.
   Identify and coordinate P1 and P2 Incident resolution.
   Adhere to agreed SLA (Service Level agreements).
   Create, maintain, and publish relevant support documentation to assist in the quick time to resolution of incidents and service requests.
   Adhere to the reactive and proactive follow up procedures regarding open Incidents and Service Requests.
   Process & Quality Assure employee movements linked to Onboarding, Crossboarding & Offboarding service requests.
   Facilitate monthly IT Login session for all new starters.
   Recommend efficiencies to existing processes and provide input to new procedures by identifying trends and irregularities in workflow processes.
   Identify and Implement controls to mitigate risk.
   Reporting

Requirements

Minimum of 3 years’ experience working in a Service Desk environment with experience in providing IT support using the following applications:
   Active Directory
   Windows 10/11
   Office 365
   Microsoft Authenticator for 2FA
   Mimecast
   Printer Support
   SCCM for remote support and software deployment (Advantageous)
   McAfee / Trellix (Advantageous)
   VPN – Global protect (Advantageous)
   Azure Virtual Desktop (Advantageous)
   ITSM (Advantageous)

Skills and Competencies

   Excellent verbal and written communication skills
   Client centric and professional conduct
   Resilience
   Excellent time management skills
   Willingness to learn and stay abreast with latest technology.
   Understand urgency and impact to determine correct prioritization.
   Strong attention to detail
   Excellent problem-solving skills
   Team player

Education

   Bachelors’ Degree / Diploma in IT/Information Systems
   ITIL certification (Advantageous)
   Microsoft / Azure / AWS certifications (Advantageous)

Location

 Cape Town
 Current working arrangement: Hybrid of 2 days Remote work from home and 3 days Onsite

Investment Service Consultant | Retail Client Services

Short Description

The Investment Service Consultant role is a permanent position suitable for recent graduates with less than 2 years of work experience.

Job Summary

Why should you consider Allan Gray?

At Allan Gray, you will spend your days doing meaningful and engaging work with smart, inspiring colleagues. Our steadfast commitment to long-term investing extends to our people, and we embrace diversity and offer a supportive work environment. We provide performance-based financial rewards and encourage your career and skills development. Growth is an essential part of your journey at Allan Gray. Therefore, our leaders are accessible to help you develop and set you up for a long-term career. Your physical and mental well-being are top priorities, and we provide access to services and platforms to support you in these areas.

Purpose of the role

Our Client Service Centre is integral to our service offering for clients and independent financial advisers. As an Investment Service Consultant, your purpose will be to build clients’ and advisers’ trust and confidence through providing world-class service.

Our consultants do impactful work by empowering our clients on their investment journey. You will gain in-depth knowledge of Allan Gray’s range of products and develop the necessary skills to confidently communicate with and educate our clients.

Job Responsibilities

Provide excellent service to investors, potential investors and independent financial advisers via our various servicing channels, i.e. inbound calls and emails, face-to-face interactions, and webchat.
Build trust and confidence by explaining our investment philosophy and long-term approach to investing.
Educate clients by sharing product and fund knowledge and empower them to make informed investment decisions.
Take end-to-end ownership of transactions and ensure accurate record-keeping.
Actively participate in the organisation’s drive towards continuous improvement by contributing to solutions to client problems.

Skills and Competencies

This role is suited to individuals who are highly performance driven and seek new challenges.
A growth mindset and resilience are key attributes to successfully navigate the ever-changing needs of clients and the financial services industry.
The role requires high adaptability, vigour and agility.
Our consultants need to be empathetic and client focused.
Strong verbal and written communication skills are essential.
The ability to deal with complexity in a high-pressure environment, analytical thinking, attention to detail and problem-solving ability are crucial to ensure we always do what is best for clients.
A genuine passion for people and a commitment to service excellence are vital to building long-term and meaningful relationships with our clients.

Qualifications

A bachelor’s degree in Commerce or Business Science majoring in Finance, Investments, Economics, Mathematics or Statistics (this is not an exhaustive list).